2011 NFDA International Convention & Expo

10 – 11 a.m.

Are You in the Disposal Business or the Disposition Business?
Frank Rosenacker, Rosenacker & Associates, Cincinnati, OH
Many funeral directors struggle with consistently offering full services to families that select cremation. While many businesses market themselves as direct cremation specialists and cremation societies, do you view your firm as a business that offers more to your families? This informative session will examine your role as a service provider and address the difficult questions: Does the average funeral home need to compete for direct cremations? If so, should your fee be less than your Basic Services Fee? (1 CE hour)

Canadians Do Cremation Right
Presented by CANA 
John Chasca, East-West Kootenay Crematorium, Cranbrook, BC
Rick Golke, Alternatives Funeral and Cremation Services and Crematorium, Vancouver, BC
Lawrence Little, Alternatives Funeral and Cremation Services, Vancouver, BC 
Jeremy May, Alternatives Funeral and Cremation Services and Crematorium, Vancouver, BC
Most cremation consumers know what they don't want but are uncertain about what they do want. Find out why your biggest competition might just be your local golf club. Join several top funeral and cremation providers in British Columbia and see how they are flourishing in one of North America's highest cremation areas. They will discuss financial profitability and alternative and customized approaches for serving today's cremation consumer. (1 CE hour)

Idea Exchange Power Hour: Ignite Innovation in 60 Minutes
Lynn Ochiltree, Ochiltree Funeral Service,Winterset, IA
This fast-paced, interactive workshop will provide attendees with ready-to-use innovative ideas to meet the evolving needs of families and heighten a firm's profile in the community. Attendees will be encouraged to share successful programs and services that have made a powerful impact on those served. Come together with colleagues and set a record for the number of unique ideas that can be generated in an hour! (1 CE hour)

Marketing Your Cemetery: Connecting With Your Community
Linda Darby-Sempsrott, Trigard, Danville, IL
Learn creative direct and indirect marketing techniques to maximize the value of your cemetery and make a connection with people in your community. Find out how to be the best competitor you can be by meeting the needs of your customers. Learn how to market through the use of community programs, landscaping and personal touches. Turn your cemetery into something special – a memorial park that serves and gives back to the community. (1 CE hour)

Mastering Communication Between the Embalmer and Management
Shun Newbern, Rose Hills Memorial Park and Mortuary, Whittier, CA
Good communication between the funeral director and the embalmer is imperative. Too often, poor in-house communication gets in the way of providing the best possible service to a family. Throughout the entire service process, it is important that staff recognize and appreciate the challenges that both the funeral director and embalmer face. There must be cohesiveness for each party to properly carry out their required duties. Come and hear how improving communication equates to a better experience for families and employees. (1 CE hour)
Sponsored by Messenger

11:15 a.m. – 12:15 p.m.

30+ Innovative Price Offerings
Scott Gilligan, Gilligan Law Offices, Cincinnati, Ohio
With funeral homes looking for additional revenue, this workshop reviews innovative price list offerings that provide opportunities for funeral homes to sell different services and realize increased revenues. (1 CE hour)
Sponsored by Doric Products, Inc.

Cremation Statistics and Projections
Presented by CANA
Mark Matthews, Wiefels Cremation and Funeral Service, Palm Springs, CA
Just released – the most up-to-date cremation statistics! Learn the latest cremation projections by state and province and explore trends that will affect you and your firm. You'll also take a look at demographic drivers of the cremation consumer. (1 CE hour)
Sponsored by Wilbert Funeral Services, Inc.

Serving Veterans: Information You Need to Know
Steve Muro, Department of Veterans Affairs, Washington, D.C.
Respect for deceased veterans and their families is important to every funeral professional. At this session you will learn about the National Cemetery Administration and benefits available to veterans and their families. (1 CE hour)
Sponsored by Madelyn Co.

Gender and Ethical Concerns in Funeral Service
Shun Newbern, Rose Hills Memorial Park and Mortuary, Whittier, CA
This session examines both the female and male perspectives of the existing issues facing both genders in funeral service. Take this opportunity to travel across the country and make the acquaintance of many within the profession. Hear the oftentimes similar story of female funeral service professionals. There is a common understanding among women about serving in a profession that has long been led by their male counterparts. Newbern will target managers, directors and cemeterians and address issues ranging from daily appearance to professional conversations. (1 CE hour)

12:45 – 2:45 p.m.

Handling Claims, Litigation and Regulatory Investigations
Presented by CANA
Chris Farmer, Sheehy, Ware & Pappas P.C., Houston, TX
Learn how to prevent litigation, be prepared for litigation should it be threatened and what to do if you are sued. Also learn how to best implement strategies to maximize the opportunity for resolution while still protecting your firm. You'll also find out how to handle claims and prepare your firm (and your files) to handle claims, as well as how to best prepare for the defense in a claim against you. (2 CE hours)
Sponsored by Federated Insurance

Is Preneed the iPad or Edsel of Funeral Service?
Curt Rostad, Indiana Funeral Directors Association, Indianapolis, IN
The business world is full of grand successes and epic failures. In the 1970s, the word "preneed" did not exist. By the 1980s, funeral service had not only embraced the term but saw it as its golden future. By the 1990s, we had been convinced that if we did not promote it, market it and outsell our competitor with it, we'd be left in the dust. But with the failure of NPS, companies too numerous to name exiting the business, state trusts under scrutiny and a historic recession killing returns, we must at least question whether preneed is helping or hurting us. It's time for a reality check. (2 CE hours)

Smartphones... Smarter Business
James Spellos, Meeting U, Bayside, NY
Move ahead of your competition! Here's your chance to find out more about the phone market, apps and mobile marketing tools, as well as what funeral service is doing with them. Bring your smartphone and learn how set up your own funeral home app. (2 CE hours)
Sponsored by Memories By Design

Taking Off the Blinders: Creating the Service Experience That Really Builds the Business
Paul Seyler, Competitive Resources Inc., New Orleans, LA
Whether we know it or not, most deathcare businesses succeed or fail based on the quality of the service experience they provide. Unfortunately, most of us underdesign, under-manage and under-achieve when it comes to service – especially for funeral guests. This presentation identifies strategies that funeral homes and cemeteries can use today, based on the proven approaches of service giants such as Disney, Darden Restaurants (Olive Garden, Capital Grille, etc.) and Starwood Hotels (Westin, W Hotel, etc.) (2 CE hours)